Relates to:
– Triton Series System
– Plus Tier Subscriptions
TELAIR Connect allows you to perform basic operations with your CRM, such as:
- Importing leads
- Adding call notes
- Performing a phone number lookup
Currently, the following CRMs and Service Desk apps are supported:
Creating a Contact Source
Integrations with external services in TELAIR Connect work via Contact Sources. A Contact Source is essentially a combination of CRM type and authorization credentials. Each TELAIR Connect user may have an unlimited number of Contact Sources, which can be created and managed in the Contact Source Settings section.
To see how this works, let’s create a new Contact Source for a Salesforce account. First, open the Settings tab in TELAIR Connect, scroll to the “Integration” section (or simply select “Contact Sources” from the dropdown on top), and click on the “Contact Source Settings” link. Once you do that, the “Contact Sources Settings” page will open. If you haven’t created any Contact Sources yet, the page will be empty. To create a new Contact Source, click on the corresponding button and fill out the following form:
Select the contact source type (in our case, Salesforce), write a short description (this will appear on the Contact Sources Page as a quick reminder of what this contact source is related to), and enter your login credentials.
For Salesforce, you need to provide your login, password, and API token—the latter can be found in your CRM settings or profile. Other CRMs might require a full URL address, especially if a new subdomain is created for each customer (like X2CRM) or if a user can install CRM on their own hosting (like Vtiger). The required fields are enabled or disabled dynamically based on the Contact Source Type you choose.
Enter the login credentials for your Salesforce account and click on the “Save” button. Once a new Contact Source is created, you will see it on the Contact Source Page. Here, you can disable, re-enable, edit, or delete your existing Contact Sources at any time.
Setting a Default Contact Source
You can add as many Contact Sources as you need; however, searching in several external services at once may result in noticeable delays. This can be inconvenient when, for instance, making a lookup by number for an incoming call. Therefore, TELAIR Connect provides the option to set the main Contact Source, with which most operations will be performed. To set it, return to Settings -> Integrations -> Contact Sources, and choose your newly created Contact Source in the dropdown under the “Contact Sources Settings” button. Click the “Save” button at the bottom to apply the new settings. Now you are all set and ready to work with your Salesforce account.
Searching and Adding Contacts
Now let us perform a basic contact search in Salesforce. Open the “Contacts” tab and click on the search icon at the top right. In this section, you can search both in your active (personal) and company contacts (this search works instantly) and Contact Sources. Click on the “gear” button (“Advanced search”) and add your new Salesforce Contact Source to the sources. Here, you can also change the fields to search in. Click on the “gear” button again to hide the settings, type your search text, and hit enter. It might take a few seconds to perform the search (depending on the number of external sources you are searching), but eventually, if you provided correct authentication data and a match is found, you will see the found CRM contacts in the list. You can also add CRM leads you are interested in to your Active Contacts to always have them “on hand.”
Call Lookups, Call Notes, and New Leads
Once you have set up a default Contact Source, each call’s phone number without local matches will be sent as a query to the CRM. If a result is found, the Caller ID will be replaced with the actual contact’s full name. For instance, if you did not have any contact with the number “9523463500” in your contact book, but the CRM lookup was performed and Salesforce returned a result for this number, you will see that you are actually talking with Tom James. Later, all call history records and voicemails associated with this number will be titled as “Tom James.” Notice that there is also a button “Open in CRM” (highlighted in the screenshot) that opens this lead’s page in a new browser tab.
Additional Phone Lookup
Besides CRMs, you can look up unknown numbers instantly with web services like whitepages.com or Whois by SIPSTACK. To do this, you need to properly set up the URL using a special syntax. Open your Settings tab and go to Call settings -> Additional phone lookup. To use Whitepages, enter “http://www.whitepages.com/phone/${PHONE}” in this field and press save. Whitepages is smart enough to strip non-numeric characters and perform a search on a correctly formatted phone number. For services that require strictly formatted input, you may use a special syntax, which is briefly described in the Settings. This allows you to add prefixes, suffixes, dashes, or any other characters, and use phone number character ranges.
Now a new lookup button will be shown in the controls of all calls that have no associated contacts—neither local nor found in the CRM. If you click on it, a new browser tab will open, showing the lookup results on the phone lookup service’s website.
That’s it! Now you know how to set up and use CRM integrations in TELAIR Connect, as well as connecting phone lookup web services. If you have any questions, feel free to ask them on our forum, and we will be happy to help.
If you click on the call, an ongoing call page will be opened:
On this page, you can do the following:
- Quickly add the found lead to your active contacts
- Add a new lead to your CRM if the found CRM lead is not actually the person you are talking with
- See the full list of CRM lookup results (in case there is more than one result, the call gets associated with the first lead in the list)
- Add a call note to a lead from the list. Once you submit a simple form, a new notice will be added to your CRM, referring to the current call by its unique ID.
For calls in call history, this functionality is available on the “Call details” page. To open it, click on the “Call details” from the call history record’s menu, and you will see the results of the default CRM’s lookup, available actions (open lead in browser or add a new Call Note), and the extended information on the call.
TELAIR leverages multiple third-party platforms to deliver robust CRM integrations.